Avaya CP Fax User Manual

Part No. P0606017 02 18 September 2003

CallPilot

Fax Set Up and Operation Guide

CallPilot Fax Set Up and Operation Guide

The information in this document is subject to change without notice. The statements, configurations, technical data, and recommendations in this document are believed to be accurate and reliable, but are presented without express or implied warranty. Users must take full responsibility for their applications of any products specified in this document. The information in this document is proprietary to Nortel Networks NA Inc.

The software described in this document is furnished under a license agreement and may be used only in accordance with the terms of that license. The software license agreement is included in this document.

Trademarks

NORTEL NETWORKS is a trademark of Nortel Networks.

Microsoft, MS, MS-DOS, Windows, and Windows NT are registered trademarks of Microsoft Corporation.

All other trademarks and registered trademarks are the property of their respective owners.

P0606017 02

Contents

Chapter 1

About CallPilot Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

What Fax is . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Who can use Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5

Requirements for setting up Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6

Learning about Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About Fax Answering . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About Fax Mail . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About Fax On Demand . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

About Fax Overflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

CallPilot Fax features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About the Express Messaging Line . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About Fax Group Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

About adding a Fax On Demand mailbox to a CCR Tree . . . . . . . . . . . . . . . . . . . 10

About CallPilot reports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

About telephone buttons . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11

Initializing a mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Checking which mailbox interface you use . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

How to get help . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Storage limit for Fax Overflow mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Retry limit for Fax Overflow mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Chapter 2

Setting up CallPilot Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

About the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Setting the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16

Changing the Fax properties . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17

Creating a custom cover page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Selecting a cover page . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19

Adding a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

Changing a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Deleting a Fax Overflow mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

Creating a Fax Group List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Sending a Fax Group message . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CallPilot Fax Set Up and Operation Guide

Contents

Chapter 3

Setting up Fax On Demand mailboxes. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

About Fax On Demand mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Adding a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Recording a Fax On Demand mailbox greeting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Changing a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Choosing a Fax On Demand call method . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Setting how many fax messages callers can request . . . . . . . . . . . . . . . . . . . . . . . . . 35

Adding a fax message to a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . 36

Deleting a fax from a Fax On Demand mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Adding a Fax On Demand mailbox to a CCR Tree . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Chapter 4

Troubleshooting Fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Problems and solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Chapter 5

Fax configuration tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using CallPilot Fax for a small business . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

A Fax On Demand mailbox setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Using Fax Mail to receive faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

A Fax Overflow mailbox setup . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41

Fax Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42

Chapter 6

Fax programming record. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43

Glossary . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47

Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

P0606017 02

Chapter 1 About CallPilot Fax

This guide leads a System Administrator through setting up CallPilot Fax and is an ongoing reference aid.

What Fax is

Fax is a CallPilot option that enhances your office communications by providing incoming and outgoing fax capability. With Fax, callers can send and retrieve fax messages as easily as they send and retrieve voice messages. The Fax option includes Fax Mail, Fax On Demand and Fax Overflow. Fax Answering is available even if you do not have the Fax option installed on your system.

Fax Answering lets outside callers send faxes to the main site telephone number. Fax Answering is available even if you do not have the Fax option installed on your system. With Fax Answering, a fax call that arrives through the Auto Attendant or CCR transfers to a specified extension. The extension is usually a fax machine connected by an Analog Terminal Adapter (ATA) or an Analog Station Module (ASM).

For more information about each of the Fax components, refer to “Learning about Fax” on page 7.

To use Fax on your system, you must enable a Fax software authorization code. Contact your vendor if you want to trial or purchase Fax. For information on enabling a keycode refer to the CallPilot Manager Set Up and Operation Guide.

Who can use Fax

Fax can be used by any outside caller or mailbox owner in your company. Away from the office, Fax can be used from any touchtone telephone. At the office, Fax can be used from any Business Series Terminal or touchtone telephone connected to a CallPilot system.

Callers who use a rotary dial telephone cannot access Fax.

CallPilot Fax Set Up and Operation Guide

6 Chapter 1 About CallPilot Fax

Requirements for setting up Fax

To set up and operate CallPilot Fax you need to know:

• how to use Nortel Networks Business Series Terminals. See “About telephone buttons” on page 11 for information on using telephone buttons and the CallPilot Reference Guide for information on telephone displays

• how to initialize a mailbox. See “Initializing a mailbox” on page 12 for specific information.

• which mailbox interface you use. See the “Checking which mailbox interface you use” on page 13 for information on how to check which interface you use

• how to start CallPilot Manager and use the CallPilot Manager interface. For information see the CallPilot Manager Set Up and Operation Guide

• how to set up Custom Call Routing (CCR). For information see the CallPilot Manager Set Up and Operation Guide

• how to enable a software authorization code. For information on enabling a software authorization code refer to the CallPilot Manager Set Up and Operation Guide.

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Learning about Fax

CallPilot Fax includes:

• Fax Answering

• Fax Mail

• Fax On Demand

• Fax Overflow

About Fax Answering

About Fax Mail

Chapter 1 About CallPilot Fax 7

Fax Mail lets callers leave a fax message in a subscriber mailbox. The subscriber can print the fax message on a fax machine. Callers can leave a voice message to introduce the fax document.

About Fax On Demand

With Fax On Demand callers can retrieve documents stored in Fax On Demand mailboxes.

You can create a Fax On Demand mailbox to make a collection of faxes available to callers. A Fax On Demand mailbox has a greeting that plays to callers and a collection of fax messages, each with a document number. Callers hear the mailbox greeting and can select a fax document by its assigned number.

You create the Fax On Demand mailbox and give it to the department. The department creates the password, records the greeting and maintains the fax documents.

Callers can access a Fax On Demand mailbox:

• from the Auto Attendant, by mailbox number or directory name lookup

• from Feature 980 (Leave Message) or Feature 986 (Transfer Caller to Mailbox)

• through Custom Call Routing, as either a Home node or a Mailbox node

CallPilot Fax Set Up and Operation Guide

8 Chapter 1 About CallPilot Fax

About Fax Overflow

With Fax Overflow you can set up a Fax Overflow mailbox. If your fax machine cannot answer an incoming fax call, CallPilot answers the call and temporarily stores the fax message in a Fax Overflow mailbox. When the fax machine is ready to print, CallPilot sends the stored fax messages to the fax machine.

If CallPilot cannot send the fax messages on the first attempt, it tries to send the documents several more times. The number of retry attempts can be from 1 to 99. Between each retry attempt, CallPilot waits a specified amount of time. The interval of time can be from 1 to 60 minutes.

Storage limit for Fax Overflow mailboxes

A Fax Overflow mailbox does not have an explicit storage limit. It accepts new messages until the system storage is full. If there is no space available, it still answers calls, but disconnects the call when it discovers there is no space left.

Retry limit for Fax Overflow mailboxes

If the retry limit is reached for a fax message, the message is automatically sent to the General Delivery Mailbox. You can open the General Delivery Mailbox and forward the fax messages to a fax machine connected to the system. Check the General Delivery mailbox regularly. You can set up Off-premise Message Notification to notify you when a message is received in the General Delivery Mailbox. For more information about the General Delivery Mailbox, refer to the CallPilot Manager Set Up and Operation Guide.

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CallPilot Fax features

You can set up other CallPilot Fax features that maximize your company’s fax efficiency:

• assign a subscriber an Express Messaging Line as a private fax line

• create Fax Group Lists to send group fax messages

• add Fax On Demand functionality to CCR Trees

• generate CallPilot reports to check how fax is set up and how frequently fax is accessed on

your system

About the Express Messaging Line

You can assign an Express Messaging Line to a Subscriber mailbox. Any fax calls sent to the Express Messaging Line bypass the Automated Attendant. The system detects the calling fax machine’s fax tone, and the fax message is immediately sent to the subscriber’s mailbox. A line that is to be used as an Express Messaging Line must be configured not to appear or ring at any set. You must assign the Voice Mail DN as the prime set for the line. For information about assigning an Express Messaging Line, refer to the CallPilot Manager Set Up and Operation Guide.

Chapter 1 About CallPilot Fax 9

The line used for Express Messaging must be between 1 and 500. Give the corresponding telephone number to the subscriber. For example, if line 20 is chosen as Express Messaging line, give the corresponding telephone number of 735-5822 to the subscriber. The subscriber can then inform people that the Express Messaging Line number is their fax number and have it printed on their business cards.

If you are using the Express Messaging Line as a virtual fax line and the line used is either a Direct Inward Dial (DID) or a Target Line, two callers can send a fax to the same fax line at the same time. The resulting two fax messages go to the mailbox. If a third fax called is sent to the Express Messaging Line and the line is busy, the caller hears a message that asks them to wait or cancel their call. For information on Fax Overflow for a fax line, refer to CallPilot Manager Set Up and Operation Guide.

About Fax Group Lists

You can create a Fax Group List and send Group List messages to it. Send a Fax Group List message to notify a group by fax of a message or event that pertains to the group.

A Fax Group List is a collection of fax machines from other locations. When you send a fax message to a Group List, each fax machine in the Group List receives the same fax message. You can publish a list of fax machines in each Fax Group List so that mailbox owners know which fax machines receive Group List messages.

For more information about Group Lists, refer to “Sending a Fax Group message” on page 26.

CallPilot Fax Set Up and Operation Guide

10 Chapter 1 About CallPilot Fax

About adding a Fax On Demand mailbox to a CCR Tree

You can add Fax On Demand functionality to Custom Call Routing (CCR) Trees.

If you want callers to be able to request faxes from a CCR Tree, add a Mailbox node to a CCR Tree. When you add the mailbox, assign a Fax On Demand mailbox as the mailbox number.

If you want callers to be able to leave fax messages in a mailbox, add a Mailbox node to a CCR Tree. When you add the mailbox, assign a Subscriber mailbox as the mailbox number.

For more information on using Fax On Demand with CCR, refer to “Adding a Fax On Demand

mailbox to a CCR Tree” on page 38.

About CallPilot reports

You can generate CallPilot reports to see how fax is set up on your system and how frequently fax is accessed.

The CallPilot reports that show Fax information

Mailbox Information report

Directory report

CCR Tree Usage report

Fax Usage report

Lists Fax Overflow mailboxes.

For Fax On Demand mailboxes shows:

• delivery method

• maximum number of faxes

• number of retry attempts

• interval in minutes between retry attempts

• selection ID of each fax

• size in message minutes of each fax

Shows which mailboxes are Fax On Demand.

Shows which nodes are Fax On Demand mailboxes, and when they were accessed.

For Fax On Demand mailboxes shows:

• Fax On Demand requests

• date and time of faxes

• document number requested

• delivery fax number

• CLID of callers

For more information about CallPilot reports, refer to the CallPilot Manager Set Up and Operation Guide.

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About telephone buttons

This table shows the Nortel Networks Business Series Terminal buttons. Use the buttons that pertain to the type of telephone you use.

Chapter 1 About CallPilot Fax 11

Button name T7100, T7208, T7316

Feature

Handsfree Bottom right-hand

Hold

Volume Control

Release

You can enter

≤, ƒ

For example, press

≤ ƒ ƒ

button

˙ ˙ ˙

√ √ √

® ® ®

≤·°⁄

to access your mailbox.

M7100, M7208, M7310, M7324

and the code to use a feature.

M7100N, M7208N, M7310N, M7324N

The T7100 works differently from other telephones on your system because it does not have line buttons. Where other telephones require that you select a line button to answer a call, on the T7100 terminal you pick up the handset. Where other telephones require you to select a line button to take a call off hold, you press

On T7100 terminals, you can answer a second call by pressing

on the T7100 terminal.

. Your active call is put on

hold and you connect to the waiting call. You can have no more than two active calls at one time.

CallPilot Fax Set Up and Operation Guide

12 Chapter 1 About CallPilot Fax

Initializing a mailbox

Initializing a mailbox prepares your mailbox to receive messages. A mailbox cannot receive and store messages until it is initialized.

Initializing a mailbox involves:

• choosing a password from four to eight digits long that does not start with zero

• changing the CallPilot default password to the new password

• recording a mailbox name in the Company Directory

To initialize a mailbox

1 Press

≤

·°⁄

2 Log on by following the prompts.

Must change pswd

Pswd: RETRY OK

Again: RETRY OK

Record name: RETRY OK

Accept name? RETRY PLA Y O K

3 This display appears briefly to indicate that you must change your

password.

4 Enter a new password from four to eight digits long that does not

start with zero.

Press

5 Re-enter your new mailbox password and press

or £.

6 At the tone, record the mailbox name in the Company Directory.

Include the mailbox number in the recording, For example, “Paddy’s Dance Studio fax, mailbox 5813.”

Press

7 Press

or £ to end the recording.

or £ to accept the recording

PLAY

press

or ⁄ to listen to the recording

RETRY

press

8 Press

to re-record your name.

to end the session.

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Chapter 1 About CallPilot Fax 13

Checking which mailbox interface you use

CallPilot supports two interfaces: Norstar Voice Mail and CallPilot.

Use this procedure to check which mailbox interface you use, then follow the procedures in the guide that apply to the interface you use.

Some procedures apply to both interfaces.

To check which mailbox interface you use

·°⁄

1 Press

2 Check the display to see which interface you use:

≤

Follow the voice prompts or the display options buttons to open your mailbox.

0 new 0 saved PL AY REC AD MI N

No messages COMP MBOX EXIT

This is the Norstar Voice Mail interface.

This is the CallPilot interface.

3 Press

to end the session.

CallPilot Fax Set Up and Operation Guide

14 Chapter 1 About CallPilot Fax

How to get help

USA and Canada

Authorized Distributors - Technical Support

Telephone:

1-800-4NORTEL (1-800-466-7835) If you already have a PIN Code, you can enter Express Routing Code (ERC) 196#. If you do not yet have a PIN Code, or for general questions and first line support, you can enter ERC 338#.

Website:

http://www.nortelnetworks.com/support

Presales Support (CSAN)

Telephone:

1-800-4NORTEL (1-800-466-7835) Use Express Routing Code (ERC) 1063#

EMEA (Europe, Middle East, Africa)

Technical Support

Telephone:

00800 800 89009

Fax:

44-191-555-7980

email:

emeahelp@nortelnetworks.com

CALA (Caribbean & Latin America)

Technical Support

Telephone: 1-954-858-7777

email:

csrmgmt@nortelnetworks.com

APAC (Asia Pacific)

Technical Support

Telephone:

+61 388664627

Fax:

+61 388664644

email:

asia_support@nortelnetworks.com

P0606017 02

Chapter 2 Setting up CallPilot Fax

About the Fax properties

Note: If you use Business Communications Manager, before you set up fax properties,

use Unified Manager to:

• enable the fax software authorization code

• assign voice channels to fax

Refer to the Business Communications Manager 3.5 Programming Operations Guide for details.

The Fax properties are

System extension

System name

Number of retries

The system fax extension lets callers use the autosend feature on their fax machines to send faxes to the CallPilot system. The Automated Attendant recognizes the fax tone and transfers fax calls to the system extension fax machine for printing. The system extension must be a valid extension. The system extension is not assigned by default.

Connect the fax machine to either an extension equipped with an ATA or an extension on an ASM.

The system extension is available even if no Fax options are installed at your site. The other properties are available only if you have installed the corresponding fax options.

The system name is a text name up to 16 characters long. The system name can be a company name, a department, a location or any other name. The name transmits to external fax machines at the beginning of fax messages. The system name is also printed in the fax machine’s log files.

The number of retry attempts is the number of times that the System tries to print faxes. It is also the number of times the System tries to deliver faxes forwarded to an external fax machine. The number of retry attempts range from 1 to 99. The default number of Fax System retry attempts is 3.

If a fax message’s reaches its retry attempt limit, CallPilot stops trying to send the message and generates a non-delivery notification message. The messages that are not sent are shown in the non-delivery notification message. Most non-delivery notification messages are caused by fax machine problems such as a paper jam or the fax machine running out of paper.

Retry interval

Cover page

The number of minutes the system waits between retry attempts. The retry interval ranges from 1 to 60 minutes. The default Fax System retry interval time is 10 minutes.

You can send the system cover page or a custom cover page with fax messages. You can create or select a template for the custom cover page. For more information on the cover page, refer to “Creating a custom cover

page” on page 18.

CallPilot Fax Set Up and Operation Guide

16 Chapter 2 Setting up CallPilot Fax

Setting the Fax properties

To set the fax properties

1 Start CallPilot Manager.

2 Click the Configuration heading.

3 Click the Fax Properties link.

The Fax Properties page appears.

4 In the System Extension box type the extension of your main fax machine.

5 In the System Name box type the system name.

The system name can be a maximum of 16 characters. You can use your main fax number as the System Name.

6 In the Number of Retries box type the maximum number of attempts made to print or

forward faxes to an external fax number. The default is 3. The range 0-99.

7 In the Retry Interval box type the number of minutes to wait between retries. The default is

10. The range is 1-60.

8 Choose the cover page you want to use:

• If you do not want to use a cover page, select the No Cover Page option.

• If you want to use the default cover page, select the Default Cover Page option.

• If you want to use a custom cover page, select the Custom Cover Page option, and in the

Load Custom Cover Page From box type the location of the file you want to use, or click the Browse button and navigate to the file. For more information on the custom cover page refer to “Creating a custom cover page” on page 18.

9 Click the Submit button.

You can set up the system extension with a fax overflow mailbox for improved performance. Refer to “Adding a Fax Overflow mailbox” on page 20.

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+ 36 hidden pages